Support Specialist

Support Specialist

Velvetech is an international company, based in the US, with 20+ years of experience in software and hardware development for clients all around the world, especially for US clients. As an official Microsoft Gold Partner, our company is listed in the top 5 software development companies in Illinois, USA.

US clients are leading trading and financial organizations, insurance companies, large healthcare associations, pharmaceutical and energy companies, equipment manufacturers, hi-tech startups, etc.

Areas of expertise are consulting, development, implementation, and support of software solutions. We implement modern backend solutions that support microservices architecture with the following technologies: NET Core, Node.js, Java, SQL Server, PostgreSQL, MongoDB, Redis, RabbitMQ. For the web UI front-end development, we opt for React, or Angular, and for mobile development — Swift, Kotlin, Java. Most of the systems are designed for cloud infrastructures like AWS, Azure, GCP, and heavily rely on Docker, Kubernetes while modern CI/CD is made using GitLab CI or TeamCity. In September 2021, Velvetech LLC received the status of the official Training Provider of the International Institute of Business Analysis. This status gives us the right to conduct regular quality trainings for Business Analysts and anyone performing BA activities regardless their job title.

Principles are based on Agile Methodology, Scrum and Kanban. Various projects coded in GitLab or GitHub are built with multiple coordinated teams, collaborating via Jira, Confluence, MS Teams, and Slack. Velvetech constantly follows the Tech trends and actively cooperates with startups in such breakthrough areas as Machine Learning, the Internet of Things, Blockchain, FPGA, and AI.

Responsibilities

Support Ticket Management

• Respond to support tickets as per SLA: within 8 hours for a first generic response and within 2 days for resolution
• Manage tickets following the defined protocols
• Utilize the support ticket knowledge base to effectively guide clients through ticket resolution
• Engage in AI Contact Center feature specification and requirements activities when support tasks are minimal
• Get on a call with clients for troubleshooting
• Work under the mentorship of current product BAs to develop BA skills
• Work under the mentorship of current CSMs to develop customer success manager skills

Requirements

Support Skills

• Proficiency in English (upper-intermediate or advanced level is preferred; a certificate is advantageous)
• Experience working in support teams
• Availability during US morning hours, ideally 8 am-12 pm EST to actively support clients, and preferably until 1/2 pm to cover the PST timezone as needed
• Availability for calls and discussions with the team from 4-8 am EST (or earlier if feasible)

Business Analysis Qualifications

• Bachelor’s or Master’s degree
• Good knowledge of business analysis methodologies and ability to apply them appropriately
• Ability to define the best business solution among available options
• Strong communication skills to effectively engage with clients and stakeholders
• Natural analytical thinking and capacity to explain complex concepts to non-technical users
• Excellent planning, organizational, and time management skills

Benefits

• Velvetech is in the TOP 5 development companies in Illinois, USA
• You have FLEXIBLE working conditions and a COOPERATIVE environment
• Competitive salary
• Many CHALLENGING and exciting projects with new opportunities and learning
• GROWTH opportunities, skills and competencies improvement, and professional certification
• In-company TRAINING (English, Software / DevOps / Project management / Design / Business)

Our team

We are a friendly team of 170+ professionals where everyone is able to achieve high results and grows professionally not only due to their own knowledge and skills but also with the support of colleagues. Values that we highly appreciate are high performance, responsibility, respect, and loyalty. In order to have a highly motivated team, Velvetech invests in their people, additional education, certification, and others. You choose your career path and we are here to support you!

People work together in harmony, encouraging each other to continuously learn, progress, and pursue perfection. Our employees enjoy working as we turn challenges into advantages to share success with each other.

You have a chance to become a part of a friendly and professional team that creates robust software solutions to deliver maximum value to our international clients.